Job Information
About the Position
Introduction
Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.
Overview
The HelpLine Support Manager will lead a group of specialists responsible for providing highquality application support for in vitro diagnostic systems used in Hemostasis environments. He/she must contribute to the department’s strategy from the functional unit, providing insights and proposals for overall improvement and integration with other Business Units. In addition to managerial responsibilities, the HelpLine Support Manager will maintain a hands-on role in technical support activities when required, ensuring continuity of expertise and direct engagement with customer needs. This includes providing troubleshooting, guidance on complex cases, and supporting escalations. This position requires balancing mangerial duties with operational involvement to guarantee service excellence. In a global perspective, the manager oversees team performance, builds capabilities, and acts as a key interface between internal stakeholders and the broader organization.
Responsibilities
Key Accountabilities
· Directly manage the Application Support team for Hemostasis products.
· Act as a technical resource when required, providing advanced troubleshooting and direct contact to Customers.
· Plan resources, organise 24x7 on-call shifts and ensure operational coverage.
· Monitor SLAs, KPIs and implement continuous improvement actions.
· Coordinate with other Managers (HelpLine, IT Support) to optimise processes, resolve incidents and build strategies within our department.
· Participate in strategic projects and cross-functional initiatives.
· Ensure compliance with quality, regulatory and security policies.
· Assure high standards in Customer Service satisfaction, quality and results.
· Collaborate with Sales, QA, IT Corporate and other departments to maintain smooth communication and alignment of objectives.
· Manage and drive internal projects under its own supervision.
Networking/Key relationships
This position requires coordination with HelpLine Manager and other functional Managers. Apart, it is necesary cooperating with different company departments and BUs. It is critical being up to date in many products and processes due to HelpLine connect with several key lines such as, Sales, Product Management, QA, IT Corporate, Operations and Logistics.
Qualifications
Minimum Knowledge & Experience required for the position:
· Degree in Science, Engineering or Technology.
· Minimum 3 years’ experience coordinating specialised teams.
· In-depth knowledge of IVD Haemostasis products.
· High command of English.
· Customer-oriented and experienced in technical service environments. Additional skills & knowledge
· Knowledge of IVD Laboratory products (instruments and reagents).
· Knowledge of of clinical laboratory workflows, quality controls, and regulatory standards in in vitro diagnostics.
· Previous experience in corporate/global marketing and Database tools.
· Basic knowledge of Portuguese.
Skills & Capabilities:
· Excellent interpersonal skills and a collaborative management style
· Expertise in diagnostic instrumentation, assay principles, software interfaces, QC procedures, and laboratory validation methods.
· Excellent people manager, open to direction and collaborative work style and commitment to get the job done
· Long term focus and planning
· Strategic mindset
· Strong coaching, conflict resolution, and decision-making abilities.
· Analytical thinking and problem-solving.
· Flexibility and adaptability in changing environments.
· Negotiation capabilities
· Ability to work collaboratively and influence across teams.
· Strategic mindset and long-term vision.
Travel requirements:
Up to 20% of time.
People Manager Core Competencies:
Building Talent
Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively.
Customer Focus
Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
Decision Making
Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
Driving for Results
Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
Driving Innovation
Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external); encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.
Emotional Intelligence Essentials
Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.
If you are interested in constantly learning and being challenged on a daily basis, we encourage you to submit your resume or CV.
Werfen appreciates and values diversity. We are an Equal Opportunity/Affirmative Action Employer M/F/D/V.
www.werfen.com
